Location: Canberra, ACT
Engagement: 12‑month contract + two 6‑month extension options
Start: March 2026
Work Model: Onsite
Clearance: NV1
Hours: Up to 40 per week
Level: Senior / APS6‑equivalent
Role Overview
A growing national organisation is seeking two experienced ICT operations professionals to enhance the digital experience of its workforce. These roles focus on delivering high‑quality, customer‑centric technology support across executive, mobile, onsite and travel‑related environments.
Working within a shared‑service delivery model, you will act as the primary technical touchpoint for staff, ensuring they receive reliable, responsive and secure ICT assistance. The positions require strong communication skills, a service‑driven mindset and the ability to coordinate effectively with external service providers and internal stakeholders.
You will play a key role in uplifting digital capability, supporting technology rollouts, and ensuring staff are equipped with the tools and guidance they need to operate confidently whether in the office, remotely or travelling internationally.
Key Responsibilities
- Serve as the main ICT contact for senior leaders and VIP users, providing discreet, proactive and high‑touch support.
- Deliver tailored assistance to executive staff, ensuring issues are resolved quickly and with minimal disruption.
- Maintain a strong understanding of the organisation’s digital environment to triage incidents, provide accurate first‑contact advice and coordinate escalations with shared‑service teams and vendors.
- Ensure executive and VIP devices are configured, maintained and supported to a high standard, including meeting, event and mobility requirements.
- Coordinate onsite and remote support for all staff, ensuring service requests are managed efficiently through shared‑service channels.
- Support technology deployments, change activities and events across multiple office locations.
- Oversee laptop and peripheral onboarding processes, ensuring users receive correct configuration, access and guidance.
- Provide practical digital coaching to help staff make effective use of collaboration and workplace tools.
- Manage ICT readiness for international travellers, ensuring secure devices, access and configurations are in place.
- Work with security and mobility teams to apply required controls, including device hardening and roaming configurations.
- Identify and escalate complex travel‑related ICT issues or recurring patterns to service providers.
- Monitor traveller feedback and service data to improve documentation, processes and readiness workflows.
- Track service performance, identify recurring issues and ensure appropriate escalation pathways are followed.
- Maintain clear SOPs, knowledge articles and user guidance to support consistent service delivery.
- Contribute to digital adoption initiatives that enhance productivity and improve the overall staff technology experience.
Key Capabilities
- Strong experience delivering high‑level ICT support in a complex, medium‑to‑large environment with a strong customer‑service focus.
- Proficiency across end‑user computing, collaboration platforms, mobility (particularly iOS), networking fundamentals and AV support.
- Excellent communication and stakeholder engagement skills, including confidence working with senior executives.
- Experience collaborating with managed service providers and vendors to achieve outcomes.
- Ability to produce and maintain clear documentation, SOPs and knowledge articles
Requirements
- NV1 clearance - which requires Australian Citizenship.
- Formal ICT qualifications and/or relevant industry certifications (e.g., ITIL, Microsoft 365, Apple ACSP).
- Experience in VIP support, international travel ICT readiness or field services.
- Familiarity with ITSM platforms and enterprise mobility management tools.
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
